Forgotten my password and can't change password due to not being able to sign into the authenticator app

Darragh Mc 20 Reputation points
2026-05-11T14:35:24.9233333+00:00

Hello,

I've been trying to sign into teams on a work account that I've forgotten the password for.

In order to change the password I need to give an SMS confirmation, and confirm it in the authenticator app.

The problem is, I can't sign into the authenticator app without the password for the account.

Basically I can't change my password because I don't know my password.

I'm unable to contact my administrators as I can't sign into teams to message them.

Am I missing something?

Help would be much appreciated.

Thank you

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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Answer accepted by question author

Sophie N 17,910 Reputation points Microsoft External Staff Moderator
2026-05-12T01:05:31.51+00:00

Dear @Darragh Mc,

I understand how frustrating it is to be stuck in a "circular identity loop" where the tool you need for verification requires the very password you are trying to reset.

Because your account is a work account managed by your organization, you are likely hitting a security policy that requires Multi-Factor Authentication (MFA) for password resets. If you cannot access the Authenticator app, you cannot satisfy the security requirements to change the password yourself.

you’re not missing anything. What you’re running into is a common lockout scenario when Self‑Service Password Reset (SSPR) is configured to require multiple verification methods (for example SMS + Microsoft Authenticator). 

Please refer to this document: Reset your Microsoft work or school account password using security info - Microsoft Support

What you can try right now (end‑user steps)

  1. Switch verification methods if possible: On the verification screen, look for “Try another verification method” (or similar). If your org allowed multiple methods (SMS, phone call, alternate email, etc.), you may be able to complete the reset without the Authenticator prompt. Common problems with two-step verification for a work or school account - Microsoft Support
  2. Important note about Authenticator: In most cases, approving an MFA prompt in Microsoft Authenticator does not require you to “sign in” to the Authenticator app it relies on the app already being registered to your work account on that device. If the account was removed from the app, the phone was changed/reset, or the app was reinstalled. Register the password reset verification method for a work or school account - Microsoft Support

If you need authentication in the Validator and are unable to complete the verification steps, and no longer have access to that registered Validator instance, only your organization's IT administrator/support department can unlock it for you. If you cannot contact the Admin via Teams, you can directly find them at the office to discuss the issue or ask another user in your company to upload your issue. I appreciate your understanding, as only an administrator can restore your MFA.

To fix this, your administrator should follow the official Microsoft documentation regarding MFA management.

I hope this helps you regain access to your account quickly.

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  1. AI answer

    2026-05-11T14:35:47.24+00:00

    Yes, something is missing: the work or school account administrator must help. Self-service recovery is blocked by the current security configuration.

    Key points and next steps:

    1. Why this loop happens
      • The account is configured to require both SMS and Microsoft Authenticator (multi-factor authentication) to change the password.
      • Microsoft Authenticator itself requires a successful sign-in to the work account.
      • Without an already-signed-in Authenticator or another approved method, the flow becomes a deadlock.
    2. What can be done
      • For work or school accounts, only the organization’s IT/admin team can:
        • Reset the password directly.
        • Temporarily disable or adjust MFA requirements.
        • Remove or reconfigure the existing Authenticator requirement.
      • Contact the IT/helpdesk or Microsoft 365/Entra ID (Azure AD) administrator and explain:
        • The account is stuck in a loop requiring Authenticator to change the password.
        • Authenticator cannot be accessed because the password is forgotten.
        • Request a password reset and/or MFA reset on the account.
    3. If Authenticator was previously set up
      • If there is another device where Microsoft Authenticator is still signed in with this work account, use that device to approve the sign-in and then change the password.
      • If no such device exists, admin intervention is required; there is no supported way to bypass MFA.
    4. Why Microsoft does not bypass this
      • For accounts protected with multi-factor authentication, Microsoft does not allow standard recovery flows (like simple password reset) to bypass MFA, because that would weaken security.

    In summary, for a work account in this configuration, the only supported resolution is to involve the organization’s administrator or support desk to reset the password and/or MFA methods.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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